Customer Retention Lead

What you can expect

We are seeking a strategic and data-driven Churn Segment Leader to join our team and focus on our Solopreneur and Micro customer base (1-10 employees). This individual contributor role will be responsible for developing and implementing comprehensive strategies to mitigate churn and increase retention across these customer segments. The ideal candidate will create and lead cross-functional teams focused on identifying, analyzing, and addressing key factors affecting customer retention and report progress to the Executive Leadership Team weekly.

About the Team

As a Churn Segment Leader, you'll have the opportunity to make a significant impact on our business by directly influencing customer retention and long-term growth. You'll work closely with our executive team, gaining visibility and experience while driving initiatives that are critical to our company's success. Join us in our mission to deliver exceptional value to our largest customer base and help shape the future of our organization.

Responsibilities

• Designing and executing strategic initiatives to reduce churn and improve retention metrics across the Solo/ Micro segment

• Building and leading cross-functional teams to implement churn mitigation programs

• Developing data-driven insights to identify at-risk customers and churn patterns

• Creating actionable recommendations based on customer behavior analysis

• Presenting weekly and monthly progress reports to executive leadership

• Partnering closely with the ecommerce team and the SMB/ Mass Market Churn Leader

• Establishing KPIs and success metrics for retention initiatives

• Collaborating with product, sales, customer success, and marketing teams to align retention strategies

• Identifying opportunities for product and service improvements to enhance customer satisfaction

• Driving continuous improvement through testing, learning, and iterating on retention strategies

What we're looking for:

• 10+ years of experience in SaaS environment with focus on customer retention or related areas

• Proven track record in developing and implementing successful strategic initiatives

• Program management experience with ability to coordinate multiple workstreams

• Advanced data analytics skills with ability to translate complex data into actionable insights

• Executive communication skills, both written and verbal

• Experience presenting to and influencing senior leadership

• Bachelor's degree in Business, Analytics, or related field (Master's preferred)

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.